Contact Center AI – What’s out there?


Unsurprisingly, the enthusiasm of AI has spilled over to customer experience (CX) in the hope of improving call center efficiency. It’s therefore essential to analyze ‘what’s out there’ in customer service AI and adjust our expectations accordingly.

My Top 5 New Year’s Resolutions for Contact Centers


With 2019 coming to an end, it is now time to check the rear-view mirror, reflect on the evolving realities throughout this year, and to look further up the road as new trends set the pace of a decade ahead for contact centers and customer service strategy.

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Automation and AI are Making Contact Centers More Human

Think Customers

Contact centers are undergoing a digital transformation that reimagines customer engagement—but don’t count humans out. At ICMI Contact Center Connections , industry experts laid out the many ways that digital technology augments, rather than replaces, human associates.

Guest Blog: Empathy – What Your Customer Service Strategy Is Missing


This week we feature an article by Tim Fujita-Yuhas that discusses the importance of empathy when using new technology for customer service. He looks at the next generation of texting, known as RCS (Rich Communication Services), which I think will become a very valuable tool. – Shep Hyken. When the topic of customer service comes up, the most common associations aren’t typically positive ones. It’s much more than that, especially in the customer service realm.

Guest Blog: Is Your Contact Center Prepared to Handle Breaking News?


Certainly, the alternative of having customers on hold for hours during a critical time is not a wise strategy. So how can your contact center best prepare for breaking news? How will agents get the news they need to share with customers?

Contact Center Jargon: The Ultimate List of Customer Service Terms That Your Business Needs to Know

Advantage Communications

The customer service world has its own language. Whether its words such as benchmarking or abbreviations such as NPS, these terms can be daunting for any new business owners that don’t have experience in creating customer service strategies. Contact Center

Preparing for Increased Call Complexity in the Contact Center

Think Customers

As customers continue to increase their use of digital channels and self-service tools for customer service, it's only natural that the volume of calls hitting contact centers has been shrinking.

Creating a winning customer service strategy


Exceptional customer service turns repeat and new customers into promoters. Needless to say, many brands are taking notice of the financial benefits improving customer service can have for your bottom line. In 2019, 67% of consumers believe that companies are actively improving their customer service. A recent American Express survey found that 81% of customers feel that the support they receive meets or exceeds expectations.

Customer Service Strategy: Avoid Common Pitfalls

Brad Cleveland

Developing strategies shouldn’t be an overly academic or formal exercise, with the result being a plan that’s really not put to use. Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. It’s called doing things.”

The Top 5 Strategic Contact Center Trends That Will Impact Customer Service in 2020

Advantage Communications

In fact, it's likely that your customer service is the key aspect of how your organization differentiates itself from competitors. Customer Service TrendsNo matter what market your company operates in, there’s an incredibly high chance that it's saturated with competition.

Gauge the Effectiveness of Your Customer Service Strategy

Brad Cleveland

Is there a secret to ensuring that your customer service strategy is effective? I’ve observed four key factors that you can use to take inventory and get a good sense of how well your strategy is performing.

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Our Most Popular Contact Center and Customer Service Insights in 2019

Advantage Communications

A world-class customer experience (CX) is essential for any business, no matter what industry your organization is in.That’s because your customers now expect more from your customer service team than they have ever done before. Customer Service Trends

North America’s Must-Attend Customer Service Strategy Meeting Hits NYC

CSM Magazine

The customer service department is too often referred to as “just a cost center”. As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy.

Make the Required Investments to Support Your Customer Service Strategy

Brad Cleveland

Ensuring that your organization is making required investments is an essential step in developing your customer service strategy. In my recent LinkedIn Learning course “Customer Service Strategy,” I explore four key principles that can help with this step.

How Contact Centers Behave

Brad Cleveland

Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward Customer Service strategy support center

How Lane Bryant Turned Its Contact Center Into a Sales Machine


Three years ago, Lane Bryant’s contact center was something it “hid somewhere in a financial spreadsheet.” Like so many other brands’ customer service operations, it was simply a cost of doing business. Fielding contacts (some 850,000 per year) left agents weary.

Creating Mobile Services? Get the Contact Center Involved Early

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Service Mobile Multi-channel Support Videos Brad Cleveland customer access customer access strategy mobile customer service strategy

Shaping Your Mobile Customer Service Strategy

Brad Cleveland

It represents a serious threat to organizations that don’t evolve their services, but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. Call Center Contact Center Customer Service Mobile ICMI mobile customer service strategyMobile is developing at lightning speed—literally by the day.

5 Top Customer Service Articles For the Week of December 12, 2016


Each week I read a number of customer service articles from various online resources. Is Your Digital Marketing Strategy Ready for an AI Intervention? 20 Positive Phrases for Customer Service Success: Part 1 by Conversational.

How a World-Class Outsourced Call Center Will Help Your Company Comply With Customer Service Regulations

Advantage Communications

There are a number of reasons why an organization would outsource their customer service strategy to a world-class contact center. In fact, companies that do so will realize a huge number of benefits from a call center partnership.

5 Top Customer Service Articles For the Week of March 5, 2018


Each week I read a number of customer service and customer experience articles from various resources. What’s the Difference Between Customer Satisfaction and Customer Loyalty? It’s usually measured by a customer satisfaction survey on a numerical scale.

Millennial Generation Customer Service – The Ultimate Guide


This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Key preferences to consider in Millennial generation customer service: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. They demand highly convenient and fast service. Self-service platforms. Know your customer.

Guest Blog: Why Does My Customer Service Team Need a Single Customer View?


This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. This will help lead you to forming important relationship with your customer. – Shep Hyken.

Guest Post: How to Walk the Customer Experience Tightrope


He explains the importance of finding the right balance when providing the customer experience. Similarly, those individuals in charge of their business’ customer experiences (CX) could learn a lot from a tightrope walker.

Here’s Your Inside Look into the Future of Digital-First Customer Service

NICE inContact

Digital-first customer service is no longer a nice option or a fun perk. It’s what today’s customers have come to expect: meeting them where they are, on the channel they want, on their timeline. Is your contact center keeping up? Without a digital customer service strategy, your customer is on the receiving end of a busy signal, or a phone left off the hook. How do cloud contact centers meet these digital-forward needs?

Making the Right Investments in Customer Care

Think Customers

Periodically, a big brand will announce plans to invest millions of dollars in its customer service activities. Improving customer service isn't simply about throwing money at the problem or adding agents. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy Data Analytics Emerging Trends Employee Engagement contact center preparedness customer experience programs customer service strategy

3 Ways Resiliency Helps Companies Shift Back

Think Customers

A forward-thinking strategy is the best solution for overcoming uncertainty. For CX-leaders in the contact center space to overcome the fallout from COVID-19, the digital, remote, and perseverance strategies that carried them through the crisis in the first place may be their best move.

Amazing Business Radio – Christa Heibel


Creating A Customer Experience Initiative. Owning Your Customer Service Initiative From the Top Down. Top Takeaways: Christa says she has yet to find a successful customer service initiative that didn’t involve the C-suite level.

Five Steps to Strategically Choose AI For Customer Service

Natalie Petouhof

Tweet AI and customer service; it’s a hot topic! But when I talk to customers, they say, “ I get there’s something to AI and customer service, but how do I deliver business results and value with AI? ” If you are wondering how AI can move the needle on the metrics you get measured on every day, below is a short guide on how to get the best business results when considering AI as part of your Customer Service strategy.

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5 Top Customer Service Articles for the Week of March 18, 2019


Each week I read a number of customer service and customer experience articles from various resources. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. Why Omnichannel is the Future of Customer Interactions (And How You Can Get Started) by Josh Brown.

Which Channels do Customers Trust the Most?

NICE inContact

If you’re in Customer Service, you’ve heard of “omnichannel”. With the addition of more channels and pseudo omnichannel service, companies should be asking questions like: Which channels do customers prefer to use most often? Which channels do customers trust the most? Which channels do customers perceive as low-effort? Customers Text Honestly. Customers Trust Other Customers. Customers Ultimately Trust Voice.

Customer service stats and what they mean for your business


Businesses can pour money into elaborate advertising campaigns, but poor customer service can undo all that hard work instantly. Excellent customer service can be as good (and often better) for your brand than a well-orchestrated PR campaign: get your customers to do the talking for you! Great service also determines whether your existing customers shop with you again and whether your potential customers get beyond just that – potential.

5 Top Customer Service Articles For the Week of January 29, 2018


Each week I read a number of customer service and customer experience articles from various resources. Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. The aim is to modernize customer services.

How to build a culture of customer service excellence


Building a culture of customer service excellence is key to building and sustaining a company’s livelihood in almost any industry. There’s no way someone in a leadership position can dictate how every single one of those employee-customer interactions will play out.

Guest Blog: Assistive AI for Real Work


This week we feature an article by Christopher Connolly who shares fascinating information about enterprise-grade assistive AI and how it can help make customer support more effective. Kate aims to augment the capabilities of call center agents and customer service/helpdesk personnel.

Agent Group Structure

Brad Cleveland

Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward Customer Service strategy

Amazing Business Radio: Jeremy Watkin


Jeremy Watkin on How Listening to Your Customer Service Reps Can Give You a Competitive Advantage. Do you realize there is a hidden gem in your customer service department? But first… Shep Hyken discusses the power of the customer satisfaction survey.